HORRIBLE SERVICE

I am extremely disgusted in the service I received from cape gate and customer service as a first time buyer of twisp.

I went to the kiosk with no knowledge of the twisp as I have never used it before.

I chose a device after browsing thru your website and went to the kiosk told the lady which one I want also then said I want to use the liquid with no nicotine and she let me look at the flavors and choose one of which I chose the honeydew flavor.

she set up the device there for me. That was the Friday 24 November 2017. I used the that evening and when I wanted to use it the Saturday and had an extremely burning sensation in your throat that is just horrible.

I phone client services and the lady explained to me that I can not use the zero nicotine liquid in that device as it is an HD device and that they was suppose to explain that to me at the kiosk, but I was not explained about anything I can use or not use in the device.

Client services then contacted the area manager of cape gate and let me know that he will be in contact with me, I obviously never received the call so I went to the store. At the kiosk there was another lady and she explained to me that if I return it they take a 40% usage charge, I USED IT FOR A FEW HOURS. Then she contacted the manager who said it is the flavor I purchased that tends to burn, they will replace the coil but I would have to buy a new liquid. WHY DO I HAVE TO GIVE OUT MORE MONEY FOR SOMETHING THAT IS NOT MY FAULT. I was not told anything about the liquid burning or not suitable for the device.

I said to the lady I would rather then just contact customer service again and left.

This was the Saturday afternoon and still no call from the manager.

I send an email to customer service AGAIN, by Monday afternoon I still have not heard anything and phone(my cost) AGAIN customer service who once again said they will get the manager from cape gate to phone me and even confirmed again that the manager has said he will contact me. It is Tuesday morning and NO ONE has been in contact with me.

And again I have to contact customer service to hope that this issue is going to be resolved as I now sit with a device, which I cant use at all as it burns the hell out of your throat.

I have spend R700 already for the device and liquid and because the ladies at the kiosk did not give me any information on anything other than how to use the device I now sit with a device I cant use and still nothing has been done about this and the manager has not bothered or made effort to even phone.

Speaking to the customer service for the second time yesterday, he was told by the manager that I went to the store and asked for a cheap twisp and changed the whole story.

I NEVER EVER WENT TO THE STORE ASKING ABOUT ANY DEVICE, I went there and said which one I would like and I did say to the lady I want something similar to my hubbly as when I go out so I can take it with, but prefer the zero nicotine. NOTHING ELSE WAS SAID.

I know the manager is avoiding this and I am not going to leave it as no one can spend so much money for something that is just lying around and negligence from the store not to inform clients properly about the device.

I know I will not be hearing from anyone as that is the horrible service I have been getting since the day I purchased my twisp for the first time.

There will not be one good word coming from me about this company, never ever in my life have I ever experienced such bad service, and a manager that ignores clients.